Customer Experience & Sales Support Specialist

Job Description

Job Description

The Opportunity

Tecstone Granite is looking for an intelligent, energetic and highly motivated person to join our team as a Customer Experience & Sales Support Specialist.

This is more than a traditional customer service role. You will be a key connection between Tecstone and our customers, helping with quotations, orders, artwork, product questions, delivery updates and problem resolution while working closely with our sales, production, art and operations teams.

Our goal is simple: make Tecstone incredibly easy to do business with.

We give our Customer Experience team the responsibility and appropriate autonomy to solve problems, make sensible decisions and take ownership of delivering an outstanding customer experience.

What You Will Do

• Respond promptly and professionally to customer calls and emails.
• Build strong, trusted relationships with customers.
• Prepare quotations and accurately enter, review and process orders.
• Help customers understand products, options and order requirements.
• Coordinate artwork, order changes and special requirements.
• Provide accurate updates on production, shipping and order status.
• Work across production, artwork, shipping, purchasing and other departments to keep orders moving.
• Take ownership of customer questions and problems through resolution.
• Support Account Managers and the outside sales team.
• Follow up quotations and help convert opportunities into orders.
• Maintain accurate customer, quotation and order information in Salesforce and Tecstone's business systems.
• Develop strong knowledge of Tecstone's products, processes and customers.
• Look for opportunities to improve the customer experience and grow customer relationships.

What Success Looks Like

Successful people in this role respond quickly, get things right and take ownership.

You communicate clearly, follow through on commitments and anticipate problems before they affect the customer. You look for solutions rather than excuses and understand that every interaction is an opportunity to strengthen the customer relationship and potentially earn more business.

Who We Are Looking For

Industry experience is not required. We will teach you our products and business.

• Excellent verbal and written communication skills.
• Strong attention to detail and organizational ability.
• Good numerical and computer skills.
• The ability to manage multiple priorities.
• Sound judgment and creative problem-solving skills.
• Confidence dealing directly with customers and making appropriate decisions.
• A strong sense of personal responsibility and ownership.
• A positive, energetic and professional attitude.
• Commercial awareness and an interest in sales and business.
• A willingness to learn, ask questions and take on increasing responsibility.
• A genuine desire to help customers and deliver results.

A college degree is welcome, but ability, attitude, judgment and ambition matter more than a particular degree or previous job title.

Career Development

We see this position as an opportunity to learn Tecstone's customers, products, systems and business from the inside and build a long-term career.

As your knowledge and capabilities develop, opportunities may include:

Customer Experience & Sales Support Specialist

→ Senior Customer Experience & Account Specialist

→ Account Manager

→ Business Development / Territory Sales

→ Team or Department Management

→ Broader Business Leadership

At more senior levels, you may take responsibility for your own portfolio of customers, develop those relationships, identify sales opportunities and help retain and grow customer accounts.

The Person Who Will Thrive Here

You are the kind of person who thinks:

“Leave it with me. I'll get it sorted out.”

You enjoy working with people, but you are also organized, accurate and comfortable with numbers and systems. You take responsibility rather than passing problems along, and you care about getting the right result for the customer and the company.

Over time, we want you to develop from simply responding to customer requests to thinking commercially: What else does this customer need? How can we help them more? And how can we earn more of their business?

That combination of service, ownership and commercial thinking is what we are looking for.

Tecstone Granite is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, military or veteran status, or any other status protected by applicable law.